Common use of Severity Levels Clause in Contracts

Severity Levels. 4.4.4.1 All service requests are assigned a priority level ranging from one to three, where Priority 1 = Level 1 (High), Priority 2 = Level 2 (Medium) and Priority 3 = Level 3 (Low). Attributing the priority/severity of a request should be based on the definitions provided in the table below: Support request type Definition Support contact Escalation point Level 1 – HIGH The Service is down and inoperable. All work has stopped and the situation is causing a critical impact to the Customers service.

Severity Levels. 4.4.4.1 All service requests are assigned a priority level ranging from one to three, where Priority 1 = Level 1 ▇▇▇▇▇ ▇ (High▇▇▇▇), Priority 2 ▇▇▇▇▇▇▇▇ ▇ = Level 2 ▇▇▇▇▇ ▇ (Medium▇▇▇▇▇▇) and Priority 3 = Level 3 (Low). Attributing the priority/severity of a request should be based on the definitions provided in the table below: Support request type Definition Support contact Escalation point Level 1 – HIGH The Service is down and inoperable. All work has stopped and the situation is causing a critical impact to the Customers service.